Customer Service Representative I

Darwin’s Natural Pet Products is seeking a Customer Service Representative to deliver above and beyond customer service to all Darwin’s Customers, Vendors, and Teammates.As the “Voice” of Darwin’s, CSRs respond to Customer Inquiries via phone and email.Must be adept at navigating multiple databases, proficient and knowledgeable of products, menu consultation, order process, website, and business logistics.

Qualifications & Experience:

• High School Diploma and training or college coursework, with one to three years Customer Service experience, or equivalent amount of education and experience.
• Professional language skills: ability to communicate clearly both orally and in writing.
• Strong computer skills, keyboard skills, and previous experience with Customer Database.
• Ability to keep accurate records, document conversations, and actions with strong attention to detail.
• Good Math skills: able to accurately compute credits and refunds as well as pet feeding calculations.
• Strong work ethic, both independently and within a team.
• Ability to be diplomatic, and to deal with many types of people.
• Ability to maintain composure under pressure.
• Ability to change between tasks with dexterity and accuracy.
• Ability to accept responsibility and direction, and to deliver on deadlines.
• Complete job duties, special projects, and departmental assignments within the allotted time frame.
• Ability to lift 50 lbs for warehouse pick up.

Duties and Responsibilities:

• Answer Customer questions and provide accurate information regarding Darwin’s Subscription Service and product offers.
• Prioritize customer phone calls and emails.
• Provide menu consultation for prospects, members, and their pets.
• Resolve Customer issues and de-escalate.
• Adhere to daily/weekly/monthly work schedule for phone, on queue, break, and lunch periods, while being flexible to change as objectives of the department dictate.
• Perform warehouse pick-up
• Organize and prioritize personal workload to meet department objectives and standard of service expectations.
• Complete standard assignments and special projects efficiently and in a timely manner with limited supervision.
• Increase personal knowledge base as it pertains to Darwin’s Products and Services.

Training:

• Two weeks of Darwin’s manual training.
• Hybrid position offered after 60 days of hire (depending on training).